Paving DirectReviews 

Samantha Wileman went above and beyondto get our project completedon time with rapid delivery and exceptional customer service. Great product and price too.

These people are a nightmare. Sent the wrong order. Tried calling and holding for hours and no one answers. Don't reply to my emails either. Avoid like the plague.

This has been the single worst customer service experience I’ve ever had with any company, and I wouldn’t wish it on anyone.

I ordered a full set of paving slabs costing £497.55. When they arrived, the slabs were in shocking condition — scratched, chipped, cracked, stained, oily marks, discoloured, uneven colouring, and generally looking like factory seconds or returns. Even my professional installer said they were completely unusable and looked like rejects.

From the moment the slabs arrived, I contacted Paving Direct repeatedly. I emailed on 6 May, 11 May, 14 May, and then sent a formal complaint on 24 May. Not once did they answer the phone. Not once did they take ownership. Not once did they show any urgency. 2 lots of replacement slabs were of the same poor quality of the slabs I chose to replace. And I purposely chose the worst ones only as opposed to all the bad ones in the hope I would have more chance in getting the worst ones replaced if I reduced the amount of fuss.

Having written my official complaint and chased it numerous times, on 1 June, I finally received a message from their customer service manager saying she had “requested a £150 refund from accounts”. I accepted it just to get the matter resolved.

And then — nothing.

Eleven emails later, she still hasn’t processed the £150 refund she herself agreed to.
Not a single update (only quick one-line responses never once followed up, just zero care).
Not a single explanation.
Not a single confirmation that she even bothered to check with accounts.

Every time I’ve chased, she has either ignored the email completely or given a one‑line excuse with zero effort behind it. It’s like she’s playing chicken with the refund, hoping I’ll just give up. It’s embarrassing, humiliating, unprofessional, and frankly insulting. She has made an absolute fool of me for trusting her word.

To make matters worse, identical slabs of the same set at Selco are over £30 cheaper and in perfect condition — so not only did Paving Direct supply defective goods, they charged more for the privilege.

This company has wasted my time, delayed my patio project, ignored every attempt to properly resolve the issue, and failed to honour the refund they themselves promised. I’ve never experienced such incompetence like it before.

Do not buy from Paving Direct.
If anything goes wrong, you will be ignored, blamed, and left out of pocket.

Update: The refund WAS finally processed but at the point where I had given up chasing them and wrote my negative review here. But the stress I suffered chasing this against the tide for so long would not be worth the entire patio refunded, let alone a miserable £150. I still stand by my review of the experience, despite this token gesture.

This company only delivered half the slabs which had been ordered and paid for by our contractor, who received little or no response to his numerous emails chasing the remaining half for 2 weeks. Nor could we get through to them on the phone - They were just not answering. Eventually we got an email saying they would be delivered the next day - They weren't! Despite waiting in all day, they randomly turned up the following morning. The haulier said the consignment had been sat in his yard for 2 weeks! This mix up has caused a major delay, stress and inconvenience to everyone concerned. We had to cancel the guy we'd booked to build our home office because the patio hadn't been finished. He is now booked up with other work. We also couldn't proceed with the building of our side porch because the workmen needed access to the back garden. All in all, everything has been delayed by at least 2 months. Not happy!

Setts I ordered for edging were incredibly out of spec, shouldn’t be sold or advertised as they are, dimensions all over the place. That in itself is not a huge deal as they would be returned and I went elsewhere, the aftercare was the main issue: 3 failed collection attempts, initial refusal to acknowledge the poor product, withheld my money for over a month. On top of this, no warning is given for deliveries when they say they will. I did order sandstone slabs too which are fine.

Ive tried calling their customer service team every day for 1 week to no avail.
08/06 I'd been on hold for collectively over 1 hour, I'm currently sat in a queue for 36 minutes with no answer.

Took quite a long time to be delivered and one of the stones was as damaged

I was in a fix. I needed a replacement for a cracked slab and nobody could provide one that matched. The people at Paving Direct took the time to help me even though it was a very small job.
they found an exact match and it looks perfect.

Terrible customer service. Still waiting for delivery 2 weeks later

Can't fault the customer service!

I sent an out-of-hours WhatsApp messafe on Sunday and got a prompt reply this morning.

Adele couldn't have been more helpful. Thank you.

The product of prime slurry to make sure my flagstones settled perfectly was brilliant
The information on line was really helpful and the price and postage was very fair.
The job has been done and I recommend this company.
Top notch

Still no sign of flags 5 days after ordering and paying next day delivery. Spend 35 mins on hold to be told "we have had over 200 calls this morning " it's above my pay grade to sort anything for you.? I'll get someone to call you Heard this before and no one ever does really getting aggravated but this poor service.

Paving Direct have been incredibly friendly and helpful on several occasions. They really went above and beyond when I needed a last-minute collection just before the bank holiday — everything was sorted quickly and smoothly.
A special mention to Andrew in the yard, who was extremely helpful and served me with a smile. Great customer service all around.
I can’t recommend them enough!

I’m still waiting for the courier to contact me regarding delivering my order the money has been taken

Samples sent in very good time.

Website promises 5 to 7 working days for delivery. But it’s a week past that. Completely miss informed of delivery days, product gets trapped in a pallet delivery company and adds 2 weeks to your project. Certainly will go elsewhere next time.

They have good collection of outdoor paving slabs. My garden looks superb now

Sent a few short but no quibble when I told them and sent the ones short with a few extra.

Stones look nothing like the pictures. Well beyond what I consider reasonable natural variation.

I recently ordered patio slabs from this company for a new patio project. The slabs arrived on pallets, but when my builder unwrapped them, several were broken and completely unusable.

I contacted the supplier the same day to report the issue and requested a refund for the damaged slabs, as we had no choice but to source replacements locally in order to keep the project on schedule.

That was over four weeks ago, and I still have not received a refund.

Since then, I’ve been given repeated excuses. I was recently told that the refund had been processed and that proof would be sent, but this has not been provided, and no refund has appeared. My most recent email has also been ignored.

The slabs that weren’t broken are good but overall, this has been a very frustrating experience. While issues can happen, the lack of accountability, poor communication, and failure to resolve the problem in a timely manner is extremely disappointing. I would not recommend this company based on my experience.